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From Bad to Worse

Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

From Bad to Worse

On 5 Jan i raised a question with Plusnet over degrading speed on my Fibre connection. I am on 20/40 Connection and used to get pretty much close to that. After noticing intermittant disconnects and suspect speed I checked and found I was getting something like 14 download and 2-3 M Upload.
Plusnet confirmed there was a problem and raised ticket #117445795 saying the next update was due on Friday 8 January
On the morning of the 8th, the broadband completely died, along with the phone connection, "Aha!" I thought, "BT are working on the line". The line could be heard to be live, there was a faint buzzing and sidetone, but no dial tone.
The phone remained out all day and is still not working as I type On Sunday 10th. It is clear to me there is a problem with the overhead cabling to our house, When it's windy, there is a loud crackling (frying bacon  Wink )  noise on the line.
The broadband comes back in patches, starting on Friday evening (I'm amazed it manages this considering the awful noise audible on the line) the speed is low and if the modem is powered off or disconnected it can take up to two hours to resync a connection.
I'm hoping an agent can reply here to provide an update as I have been pretty much in the dark since Friday.
I have collected some stats graphs from the modem more for interest so the experts can see how they compare to a normal line.
Thanks
11 REPLIES
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Telnet Data
xdslcmd info --stats
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 1
Last initialization procedure status: 0
Max: Upstream rate = 3191 Kbps, Downstream rate = 16996 Kbps
Bearer: 0, Upstream rate = 2618 Kbps, Downstream rate = 15019 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode(0x0)
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 7.4 8.3
Attn(dB): 34.1 0.0
Pwr(dBm): 11.8 -9.9
VDSL2 framing
Bearer 0
MSGc: -6 -6
B: 146 130
M: 1 1
T: 0 0
R: 16 16
S: 0.3104 1.5828
L: 4201 743
D: 4 2
I: 163 147
N: 163 147
Q: 4 2
V: 1 0
RxQueue: 56 21
TxQueue: 14 7
G.INP Framing: 18 18
G.INP lookback: 14 7
RRC bits: 24 24
Bearer 1
MSGc: 90 58
B: 0 0
M: 2 2
T: 2 2
R: 16 16
S: 10.6667 16.0000
L: 24 16
D: 1 1
I: 32 32
N: 32 32
Q: 0 0
V: 0 0
RxQueue: 0 0
TxQueue: 0 0
G.INP Framing: 0 0
G.INP lookback: 0 0
RRC bits: 0 0
Counters
Bearer 0
OHF: 0 0
OHFErr: 17 0
RS: 258793876 3702206
RSCorr: 1782251 5006
RSUnCorr: 0 0
Bearer 1
OHF: 1255221 211486
OHFErr: 7 69
RS: 7530957 745282
RSCorr: 306 790
RSUnCorr: 8 0
Retransmit Counters
rtx_tx: 7793594 150710
rtx_c: 113098 458661
rtx_uc: 148937 105430
G.INP Counters
LEFTRS: 292 3787
minEFTR: 15017 2618
errFreeBits: 22059482 290108360
Bearer 0
HEC: 0 0
OCD: 0 0
LCD: 0 0
Total Cells: 551781230 0
Data Cells: 1653773 0
Drop Cells: 0
Bit Errors: 0 0
Bearer 1
HEC: 0 0
OCD: 0 0
LCD: 0 0
Total Cells: 0 0
Data Cells: 0 0
Drop Cells: 0
Bit Errors: 0 0
ES: 166 143
SES: 62 12
UAS: 17507 17449
AS: 20163
Bearer 0
INP: 50.00 41.00
INPRein: 1.00 1.00
delay: 0 0
PER: 0.00 0.00
OR: 0.01 0.01
AgR: 15095.56 2638.21
Bearer 1
INP: 2.50 4.00
INPRein: 2.50 4.00
delay: 0 0
PER: 16.06 16.06
OR: 47.81 31.87
AgR: 47.81 31.87
Bitswap: 15854/15854 972/972
Total time = 20 hours 20 min 45 sec
FEC: 5990506 291012
CRC: 3898 507
ES: 166 143
SES: 62 12
UAS: 17507 17449
LOS: 4 0
LOF: 35 0
LOM: 0 0
Latest 15 minutes time = 5 min 45 sec
FEC: 26025 22
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Previous 15 minutes time = 15 min 0 sec
FEC: 83180 121
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Latest 1 day time = 20 hours 20 min 45 sec
FEC: 5990506 291012
CRC: 3898 507
ES: 166 143
SES: 62 12
UAS: 17507 17449
LOS: 4 0
LOF: 35 0
LOM: 0 0
Previous 1 day time = 0 sec
FEC: 0 0
CRC: 0 0
ES: 0 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
Since Link time = 5 hours 36 min 1 sec
FEC: 1782251 5006
CRC: 17 0
ES: 10 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
LOM: 0 0
#
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Looks like I've found the source of the problem... see the attached pic Q Roll eyes
Community Veteran
Posts: 3,188
Thanks: 20
Fixes: 2
Registered: 31-07-2007

Re: From Bad to Worse

Raise a phone line fault with who ever provides it as its more a line fault than fibre
Unvalued customer since 2001 funding cheap internet for others / DSL/Fibre house move 24 month regrade from 8th May 2017
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Good job it's Plusnet. FTTC!  
Update today, BT are suspecting a line fault and are sending someone out by 13/1  .  I have also raised an issue with the trees using FIXMYSTREET.  Stupid thing is the coulncil sent guys out to supposedly trim the trees a few months ago but they wouldn't touch any branches that were near cables  Roll eyes
mav:quote
Community Veteran
Posts: 1,294
Thanks: 30
Fixes: 4
Registered: 22-06-2012

Re: From Bad to Worse

Quote
but they wouldn't touch any branches that were near cables

That's correct, OR have to trim the branches. I recently had the same problem.
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Update, An Openreach line engineer attended yesterday and found two faults. The overhead cable was severed on one leg, worn through by the tree branch, the other leg was exposed and being grounded by the tree.
A lightning protection device was also shorted to earth on the pole. Despite this I was still getting 12MBps download on the VDSL!! ..although the error rate was pretty high.  
This has no doubt been a slow degradation over time from my initial installed values of 37 down  / 17 up..
A couple of hours later, all defective cable and protectors replaced and phone back working loud and clear.  SNR's on the modem are up by around 15dB across the board ..see pics.
24 hours later though, the broadband speed has changed little.
BT Speed test gives Download 12.42Mbps Upload 6.56MBps with Ping Latency of 54.75mS
xdslcmd info --stats
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 0
Last initialization procedure status: 0
Max: Upstream rate = 27099 Kbps, Downstream rate = 76996 Kbps
Bearer: 0, Upstream rate = 8496 Kbps, Downstream rate = 25000 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode(0x0)
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 22.2 18.5
Attn(dB): 14.9 0.0
Pwr(dBm): 12.9 6.9
VDSL2 framing
Bearer 0
MSGc: -6 -6
B: 228 196
M: 1 1
T: 0 0
R: 16 16
S: 0.2901 0.7316
L: 6757 2329
D: 2 1
I: 245 213
N: 245 213
Q: 2 1
V: 1 0

I'm guessing a profile reset is needed?  I'd have thought that BT would have done this but the OR engineer stated the fault was categorised as a Telephone fault so I'm guessing this possibly hasn't been actioned.
Can a tech look into this?
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: From Bad to Worse

Your profile on our side has increased to 25200, following a period being at 13000 due to the fault.  Can you try a single disconnect/reconnect and see what speeds you're getting now?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Thanks Chris, Just done, no change, see attached.
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: From Bad to Worse

We've not seen a disconnect/reconnect from here? It's the router that needs a disconnect/reconnect.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Ah!
Download better, upload not what I was hoping for.  Will this improve as DLM retrains up?
Vic20
Dabbler
Posts: 18
Thanks: 3
Registered: 13-11-2014

Re: From Bad to Worse

Final update. ...Hopefully  Smiley
Speeds didn't increase so the call was put into the hands of Openreach again.
An engineer visited the premises on Tuesday 19th, checked potential synch rate both at the master socket and at the extension where the modem is installed.  Both were Max: Upstream rate = 24558 Kbps, Downstream rate = 76572 Kbps
He replaced the master socket as a precautionary measure and reset DLM  (this seemingly hadn't been done after the line engineer replaced the drop cable)
Speeds initially showed no improvement but rapidly improved in the first hour and stabilised yesterday. The BT Test now gives 37.7Mbps Download and 16.3 Mbps Upload.
So, my diagnosis as an ATC Comms engineer, I have probably been seeing a gradual degradation over the year as the tree branch wore through the drop cable, exposing first one then both conductors, eventually breaking one and killing the phone.  The tree was possibly also acting as a large antenna conducting transient airborne static charges from the air which eventually killed the lightning protector!
Both BTOR Guys that attended were excellent. I'm guessing the BT system needs a little kick so that any telephone line rectification should automatically initiate a DLM reset not just the work of a specific Broadband engineer.